Support Supervisor

• Salary Range : $62,587.20 USD to $97,427.20 USD

Showing 1 location

Lisle, IL 60532, USA

The Tech Support Supervisor is responsible for overseeing the daily operations of Remprex Tech Support, ensuring the effective delivery of technical support services for Automated Gate Systems (AGS) and associated technologies at intermodal terminals, automotive facilities, and depots.

This role provides direct supervision, guidance, and technical leadership to Support Technicians while ensuring that reported issues are properly prioritized, investigated, resolved, and escalated in accordance with established policies and service expectations.

The Support Supervisor is responsible for monitoring team performance, maintaining operational efficiency, coordinating resources, and identifying opportunities for process improvement. The position requires strong technical expertise, leadership capabilities, and effective communication skills to support REMPREX clients, internal teams, and external vendors.

• Supervise the daily activities of Support Technicians, ensuring appropriate workload distribution, task prioritization, and timely issue resolution.
• Provide technical guidance, coaching, and mentorship to Support Technicians.
• Oversee the onboarding and training of new Support Technicians.
• Identify employee training needs and coordinate ongoing professional development.
• Monitor individual and team performance, providing constructive feedback and identifying opportunities for improvement.
• Promote accountability, teamwork, and adherence to departmental policies and procedures.
• Assist the Sr. Manager of Tech Support with employee performance evaluations and personnel-related matters.
• Coordinate shift coverage and scheduling to maintain adequate support during operational hours. Shift coverage is a requirement in the event a shift can’t be covered.
• Serve as the primary point of escalation for Support Technicians requiring additional technical or operational assistance.
• Monitor incoming support notifications and ensure that incidents are appropriately triaged and prioritized based on urgency, severity, and operational impact.
• Oversee the creation, management, and resolution of tickets within the Global Monitoring System (GMS).
• Monitor open tickets to ensure timely resolution, appropriate follow-up, and compliance with established service expectations.
• Provide technical assistance and direction for complex hardware, software, network, and system-related issues.
• Coordinate the escalation of critical incidents to the appropriate internal teams, management, or external vendors.
• Monitor recurring incidents and identify opportunities for corrective action and long-term resolution.
• Oversee preventative maintenance activities to maintain system reliability and minimize operational disruptions.
• Ensure proper shift change procedures and effective communication of outstanding issues between shifts.
• Assist with critical incidents and provide direct technical support when operationally necessary.
• Serve as a point of contact for escalating client concerns and operational support issues.
• Maintain effective working relationships with Remprex clients, internal departments, and external service providers.
• Ensure that Support Technicians deliver professional, courteous, and consistent customer service.
• Communicate critical incidents, operational disruptions, and resolution progress to the Sr. Manager of Tech Support and other appropriate stakeholders.
• Provide accurate and timely updates regarding site status, outstanding issues, and operational challenges.
• Assist in addressing client concerns and ensuring appropriate follow-up through issue resolution.
• Collaborate with internal and external technical teams to coordinate…